April
1999 QUESTION 5 Total Marks: 20 Marks |
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| Irwin Transport Company is setting up an
office to handle phone reservations. During the busy period it is expected that phone
calls will come in at a rate of 1 every 4 minutes. From past experience management knows
that, on the average, it takes about 3 minutes to process a call. When a customer calls in
and all the agents are busy, the caller listens to music until an agent is free.
|
[2] | |
| (a) | Assume Irwin Transport Company will staff the office with one reservation agent. | |
| (i) What percentage of the time will customer calls be answered immediately? | [3] | |
| (ii) How long will the average customer need to wait before an agent comes on the line? | [2] | |
| (iii) What is the call intensity? | [1] | |
| (iv) At any given time, how many customers will
be in the system?
|
[2] | |
| (b) | If Irwin Transport Company adds a second reservation agent then calculate the following: | |
| (i) What percentage of the time will a customers call be answered immediately? | [5] | |
| (ii) How long will the average customer need to wait before an agent comes on the line? | [4] | |
| (iii) At any given time, how many customers will be waiting? | [3] |